I purchased a Bosch dishwasher from a Sears store in Capitola, CA and paid the install charges. The install was delayed due to availability and subsequently rescheduled. The installer came in late in the day, tested and installed the unit. After trying it, over the next two days, the washer was not working. I called service and explained the problem and they scheduled a service call 10 days later. This was not good enough and after pushing I got them to commit to 7 days, but they promised to line up a replacement unit for me just in case. After 5 days I was tired of calling and emailing the customer service rep with whom I had been given a case number and getting no feedback. I brought in an independent plumber who immediately diagnosed the problem as the install was done incorrectly and the inlet water hose had been compressed against the floor, shutting off the inlet water. His fix took 5 minutes.
I contacted Sears again and sent pictures after I talked to my service case manager. They agreed that the install had been done incorrectly and promised a refund of the install fees. Two days later a Sears installer showed up to "repair a broken soap dispenser" as it said on his form. He checked the install and signed it off as being OK and left. I sent details of this to the case manager too. (No response).
A few weeks later I got a letter from the CA department of Energy asking for their energy rebate back due to the defective product having been returned. Apparently they were notified by Sears that the unit had been returned. I have had a second letter demanding payment which I have responded to.
So here we are 3 months after the purchase and although the Bosch dishwasher is working well, I've paid the installation twice and am still trying to get the rebate system sorted out. Overall, I had no response from Sears.
This is the last time I will purchase an appliance from Sears. I had problems with two previous appliance installs from them too. The company is seriously broken.
Product or Service Mentioned: Sears Replacement.